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营运管理
Operational
§ 根据礼宾部主管的安排为客人运送行李。
Delivers and picks up guest baggage as assigned by Team Leader – Concierge.
§ 根据标准储存行李。
Stores luggage according to standards.
§ 为客人提行李时,指引抵店客人到办理入住登记的区域。
Directs incoming guests to the check in area whilst offering to handle any luggage the guest happens to be carrying.
§ 指引客人及来访者到酒店的任何设施。
Directs guests and visitors to any of the Hotel’s facilities.
§ 快速将客人的行李送至房间。
Transports guest’s luggage to their room in an efficient manner.
§ 保持行李房所有行李车及设施的干净,以保持专业的形象。
Maintains and cleans all trolley and equipment at Bell Service to maintain a professional image.
§ 陪同客人到房间并解释酒店及客房的设施。
Escorts guests to their rooms, explaining all in-house and room facilities.
§ 主动为上下车的客人开/关车门。
Opens and closes car doors for guests whenever the opportunity arises.
§ 为离店及抵达的客人装、卸行李。
Loads and unloads guest’s luggage for arriving and departing guests.
§ 协助所有客人的行李存放,确保正确处理、储存、安全性并遵守程序。
Assists all guests with luggage storage, ensuring the proper handling, storage, security and procedures are followed.
§ 为客人呼叫出租车并解答问询。
Hails taxi/cabs and answers inquiries.
§ 防止车道上未经许可的车辆停放。
Prevents unauthorised parking in driveway.
§ 阻止闲杂人员进入酒店。
Prevents entrance of unauthorised or undesirable persons.
§ 为客人开门、欢迎并问候客人及来访者。
Opens doors, welcomes and greets guests and visitors.
§ 检查休息区及入口的整洁情况,保持大堂的洁净。
Maintains a tidy Lobby by checking the general cleanliness and tidiness of the sitting area and entrance.
§ 在车道上指挥交通。
Directs traffic in the Hotel’s driveway.
§ 需要时协助其他部门。
Assists other departments as requested.
§ 对不能立即解决的投诉和问题进行汇报,要向礼宾部主管/副理汇报。
Reports complaints or problems to Team Leader/Assistant Manager – Concierge if no immediate solution can be found.
§ 确保具有营销员的态度,并抓住酒店内的一切销售机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§ 确保对酒店产品和当地情况的高度了解。
Ensures a high level of product knowledge of hotel and local area.
§ 确保持续高水平的对客服务。
Ensures a high level of customer service is consistently maintained.
§ 确保将任何来自客人或其它部门的反馈及时并准确地汇报给礼宾部主管/副理。
Ensures the Team Leader/Assistant Manager – Concierge is kept fully aware of any relevant feedback from either customers or other departments.
§ 确保具有高水平的酒店产品知识,以便在机会出现时,宣传/销售客房、餐厅及其它设施/活动。
Be knowledgeable and promotes/upsells Rooms, Outlets, transportation and other facilities/ programmes whenever opportunities arise.
§ 主动向潜在客人推荐凯悦天地计划。
Promotes World of Hyatt program to potential guests whenever possible.
§ 遵守房务部制定的所有系统和程序。
Complies with all systems and procedures as laid down by the Rooms Division.
§ 及时处理收到及发出的信件、传真及包裹。
Handles guest incoming and outgoing mail, faxes and parcel in a timely manner.
§ 全面了解酒店提供的所有服务。
Has a thorough understanding of all the services offered by the Hotel.
§ 阅读与礼宾部有关的所有通知。
Reads all memos concerning Concierge.
总则
General
§ 按要求出席所有会议并做出贡献。
Attends and contributes to all Meetings as required.
§ 始终提供礼貌和专业的服务。
Provides courteous and professional service at all times.
§ 根据安排参加酒店培训课程,以提高工作技能及知识。
Attends hotel and departmental training sessions as scheduled to improve skills and knowledge.
§ 礼貌而高效的处理客人和员工询问,对不能立即解决的投诉和问题进行汇报,并及时回馈和跟进。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for a prompt follow up.
§ 了解关于员工及行业关系的法律、法规,理解并严格遵守员工手册中的规章制度,及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ 确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
§ 与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§ 始终展现负责的管理和行为,并以积极的形象代表酒店和凯悦酒店集团。
Exercises responsible management and behaviour at all times and positively representing the Hotel and Hyatt Hotels Corporation.
§ 根据酒店、行业和公司的指引,回应需求、改变,执行任何合理的任务及额外职责。
Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry & company.
§ 能应对工作职责的变化。为了满足营业及客户服务需求,也许会有工作职责的变动,包括调任至其他部门/地区。
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
§ 酒店依靠员工的灵活性以保证已达到的高标准的持续性。因此,此份工作职责仅作为最常用的工作职责的指南,如有需要,可进行修改和调整。
The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved. As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.
其他方面
Other Comments
§ 职位属于“员工”级并享有相应的福利。
Position is ranked as “Host” with related benefits provided.
广州增城凯悦酒店坐落于拥有国家级经济开发区、增城区工商业重镇之称的新塘镇,毗邻购物中心、甲级写字楼及产业办公一体的广州合生汇。酒店将现代简约风格与岭南韵味文化完美融合,诠释活力四射的商旅休闲体验。312间客房与套房和96间配套完善的公寓为您打造舒适雅致的专属空间,酒店设有咖啡厅、享悦中餐厅及大堂酒廊等餐饮设施,嘉宾轩可为行政楼层宾客提供高效私密的个性化服务,各式会议及宴会活动可在850平方米的大宴会厅里迸发灵感。此外酒店还将为宾客提供焕发活力的娱乐设施,如健身房及室内恒温泳池,而室内外儿童俱乐部则可满足宾客在旅途中的亲子需求。酒店地理位置优越,驱车约15分钟即可到达广州东部交通枢纽中心。